About the Role
We’re seeking a Customer Success Manager (CSM) to drive exceptional client satisfaction, retention, and sales growth. In this role, you’ll quickly build deep expertise in MeridianLink products and the financial services industry while acting as a trusted advisor to our banking and credit union customers. You’ll serve as the bridge between clients and internal teams, ensuring escalations are resolved, success plans are executed, and long-term partnerships are nurtured.
This is an exciting opportunity to blend relationship management, problem-solving, and industry knowledge to directly impact customer success and business growth.
Key Responsibilities
Product & Industry Expertise
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Develop and maintain in-depth knowledge of MeridianLink products, features, and updates.
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Stay informed on industry regulations, best practices, and emerging technologies.
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Act as a Subject Matter Expert (SME), providing insights and proactive guidance to clients.
Customer Relationship Management
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Build and maintain strong relationships with client stakeholders.
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Conduct regular check-ins and executive business reviews to align with customer goals.
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Collaborate with sales, product, and technical teams to ensure a seamless customer experience.
Escalation Management
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Manage and resolve customer escalations promptly and effectively.
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Coordinate across internal teams (support, product, development) to deliver solutions.
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Analyze trends in escalations and drive root-cause improvements.
Organization & Reporting
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Manage multiple accounts with precision and professionalism.
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Maintain customer records and communication history in Gainsight.
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Prepare and deliver reports, presentations, and success plans for internal and external stakeholders.
Success Metrics
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Quarterly business reviews conducted.
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Stakeholder meetings completed monthly.
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Success plans created and executed.
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Escalated tickets resolved.
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Qualified leads generated through client engagement.
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Customer Success Manager NPS score maintained.
Qualifications
Required:
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Bachelor’s degree in Finance, Business Administration, Communications, or related field OR 2–4 years of relevant experience.
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Experience in customer success or account management, ideally in financial services.
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Strong communication, interpersonal, and organizational skills.
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Proven ability to analyze problems and manage projects with accuracy and attention to detail.
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Proficiency with Microsoft Office Suite and virtual communication tools.
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Ability to travel when needed.
Preferred:
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Experience with MeridianLink products, Gainsight, or Salesforce.
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Customer Success certification or equivalent training.
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Background in SaaS companies within finance, lending, or banking.
Why Join Us?
As a Customer Success Manager, you’ll be at the heart of customer engagement, building meaningful partnerships and ensuring our clients succeed. If you’re passionate about financial services, SaaS solutions, and delivering outstanding customer experiences, this role is a great fit for you.